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Warning - Trada Casino & Mastercards

Discussion in 'Casino Complaints - Non-Bonus Issues' started by benmooe, Aug 15, 2017.

    Aug 15, 2017
  1. benmooe

    benmooe Experienced Member webby PABnononaccred MM webmeister

    Occupation:
    Social Media Consultant
    Location:
    England.
    Hi Everyone,

    Bit of a warning to those who use Mastercards when playing online. I've been having a huge issue with my bank and Trada trying to locate a withdrawal i made and was processed last week. I don't know who is to blame, Trada are being fairly good at helping me but i'm still without my funds and my bank are being useless and telling me to talk to Trada.

    It's a lot of unwanted hassle for me to have to deal with and I don't have anyone to blame. All i just want to say is avoid using a mastercard for withdrawals at Trada so you don't have to go through the same problems as me. I know Mastercards are an issue at most online casinos and they usually divert you to withdrawing via bank transfer but I was assured by Trada that it would be fine.

    Such a shame because the casino is perfect apart from this headache :(
     
  2. Aug 15, 2017
  3. TradaCasino

    TradaCasino Official rep for Trada Casino

    Occupation:
    Head of Casino
    Location:
    Dublin, Ireland
    Hey Ben,

    I know this is extremely frustrating - it is for us too. I have never seen a situation like this before, where we have provided an ARN (Acquirers Reference Number) that confirms the money was received by your bank but they are refusing to trace it. An ARN is a unique number that tags a credit card transaction when it goes from the merchants bank (the acquirer/us) through the card scheme to the cardholder's bank (the issuer/you). This number can be used by issuing banks to trace a transaction with an acquirer.

    This is definitely not a Mastercard specific issue, although I do agree that sometimes they can be a bit strange with gambling transactions and some can be instantly rejected, your withdrawal was approved instantly so it did pass Mastercards checks.

    The only explanation is that the people you spoke to at the bank are not familiar with situations like this, and have never heard of an ARN. Is there a possibility for you to ask to be put in contact with a department that deal with recovery/chargeback/disputed payments or similar?

    I'm really sorry about this,

    Rachel.
     
  4. Aug 15, 2017
  5. benmooe

    benmooe Experienced Member webby PABnononaccred MM webmeister

    Occupation:
    Social Media Consultant
    Location:
    England.
    Thanks Rachel.

    It's just a complete nightmare and i don't doubt that you're all trying to help at Trada. Latest advice from their customer relations department was to raise a complaint which can take up to 6 weeks to get a response :mad:.

    Is there a way for Trada to recall the payment at all?
     
  6. Aug 15, 2017
  7. Nicola

    Nicola Casino Affiliate MM mm1 webmeister

    Occupation:
    Web Developer
    Location:
    Green Park, London
    Had the same issue with Boyle Sports, took SIX MONTHS to get the money in the end after they had refunded my winnings to a Mastercard.

    While UK players are allowed to withdraw winnings to a Mastercard, I would never recommend it. Best option is the bank transfer (may require sending a full bank statement through for money laundering requirements) as it only a take a few days and less worry!
     
  8. Aug 16, 2017
  9. benmooe

    benmooe Experienced Member webby PABnononaccred MM webmeister

    Occupation:
    Social Media Consultant
    Location:
    England.
    Oh man, that's not good. What did you do to finally get your funds?

    The bank have repeatedly told me their Mastercards don't have a "Collection Account" but I don't see anywhere i can go to get my money. Really stressing me out trying to deal with this :(
     
  10. Aug 17, 2017
  11. benmooe

    benmooe Experienced Member webby PABnononaccred MM webmeister

    Occupation:
    Social Media Consultant
    Location:
    England.
    I just want to add, (not as a direct result of my post on here but by actually having good customer service agents) that their banking team is being incredibly supportive by helping me with this. I've literally never had better customer service from any company, let alone a casino. I don't want this to seem like i'm complaining about Trada but more about Mastercards with online casinos.
     
  12. Aug 17, 2017
  13. TradaCasino

    TradaCasino Official rep for Trada Casino

    Occupation:
    Head of Casino
    Location:
    Dublin, Ireland
    Hi Ben,

    So glad you were looked after. Sorry again about the drama with the banks, it beggars belief that they can be so unresponsive when it's their job to send and receive payments!

    Quite frustrating but we will sort it,

    Rachel.
     
  14. Aug 22, 2017
  15. benmooe

    benmooe Experienced Member webby PABnononaccred MM webmeister

    Occupation:
    Social Media Consultant
    Location:
    England.
    Just want to add that everything is all good now! The team at Trada are wonderful.

    Just as well as i've just withdrawn £600 :p
     

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